Customer Service Specialist

Aigens Technology Limited is a
market leader in F&B and Hospitality technology, empowering over 500 brands
across the Asia Pacific, including global names like KFC, Burger King,
Starbucks, Shake Shack, Hyatt, and Accor. Headquartered in Hong Kong, we
specialize in innovative solutions that transform customer experiences and
maximize operational efficiency.

What your daily work looks like:

• Customer Engagement:
  
  • Provide excellent customer service through social media platforms, ensuring inquiries and issues are resolved efficiently and professionally.
    
  • Build and maintain positive relationships with both internal and external stakeholders.
    

• Supporting Operations:
  
  • Manage customer interactions using a ticketing system, adhering to KPIs like response time and resolution time.
    
  • Document and share lessons learned from recurring issues to improve processes and service quality.
    

• Technical Knowledge:
  
  • Leverage basic networking knowledge to understand how applications work within a networked environment.
    
  • Troubleshoot and escalate technical issues appropriately, ensuring timely follow-up and resolution.
    

• Shift Coordination:
  
  • Work in 9-hour shifts, with schedules between 8 AM and 10 PM across 5 working days, including potential weekends.
    

• Process Improvement:
  
  • Actively contribute to knowledge base updates and suggest process optimizations.
    
  • Take ownership of customer issues and follow through to resolution.
    

Requirements

We are looking for someone with:

• Core Skills:
  
  • Ability to see the big picture and anticipate customer needs beyond immediate issues.
    
  • Excellent follow-up skills to ensure tasks and tickets are closed promptly.
    
  • Strong communication skills with empathy for customers' concerns.
    
  • Familiarity with ticketing systems and understanding of key performance indicators.
    

• Technical Acumen:
  
  • Basic networking knowledge (e.g., IP, DNS, etc.) and how software interacts with networked environments.
    
  • Ability to diagnose and discuss application-level issues.
    

• Soft Skills:
  
  • Resourceful and proactive in resolving customer challenges.
    
  • Demonstrates empathy, patience, and adaptability in handling diverse customer situations.
    
  • ability to manage non-English speaking customers is an advantage
    

• Preferred Qualifications:
  
  • Prior experience in customer service or a similar role.
    
  • Proven ability to manage customer interactions via social media platforms effectively.
    

Benefits

What’s on offer:

• Competitive salary for the right candidate
  
• 5-day work week
  
• Friendly and people-oriented work environment
  
• Working in a flat culture with talented individuals
  
• Join a young and growing brand backed by a great investment team
  

We are excited to welcome a highly motivated individual to join our team. If you meet the above qualifications and are eager to contribute to our organization's success, we encourage you to apply.

Aigens is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, gender, religion, sexual orientation, national origin, genetic information, or any other protected characteristic.

All applications will be handled in strict confidence and will only be used for recruitment related purposes. Applicants who do not hear from us within 6 weeks from the date of application may consider their applications unsuccessful. All information on unsuccessful candidates will be retained for a maximum period of 24 months